Auto-Routing

Every call, sorted into the right bucket. Automatically.

The moment an existing patient hangs up, HHub reads the transcript, understands what they wanted, and routes the call into one of five buckets. Nothing sits in an inbox waiting to be read.

At Risk

Patient explicitly voiced a complaint, frustration, or intent to leave. Flagged red for immediate action.

Reschedule

Patient wanted to move an existing appointment. Task auto-created for the front desk to follow up.

Callbacks

Patient needs a return call — for a question, follow-up, or something the front desk couldn't resolve live.

Resolved

Call was handled fully on the phone. Logged automatically with a plain-English summary of what happened.

Needs Review

HHub isn't confident how to classify — kicks it to a human. Complex or edge-case calls never get silently miscategorized.

The Problem · The Solution

Most tools track new leads. HHub tracks the patients you already have.

Every practice has churn they didn't see coming — a patient who was upset, called to voice it, and didn't get a real response. HHub was built to make sure that never happens quietly again.

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The Problem

Existing patients are invisible in most CRMs. Every lead tool is obsessed with new patients. Existing patients calling in — retainer questions, rescheduling, complaints — get treated as noise in the same inbox as new-lead calls.

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Solution

Their own tab. Their own workflow. HHub separates existing-patient calls from new leads at the moment the call comes in. Different bucket, different routing, different priorities. Your front desk always knows which side of the funnel each patient is on.

Without HHub
With HHub
01

Angry patients slip through the cracks

A patient calls, voices a complaint, front desk logs it as "handled" — but nobody escalates. Two weeks later that patient no-shows and never comes back. You never know what happened.

Complaints get flagged the moment they're spoken

When a patient explicitly voices a complaint or frustration, HHub flags them "At Risk" — red, urgent, surfaced to the top. Not sentiment guessing. Actual complaints. With an AI-generated briefing so the callback isn't a cold apology.
02

Follow-ups fall to whoever remembers

"Sarah called about her retainer" — noted on a sticky pad or maybe in the PMS notes. If the person who took the call is off tomorrow, the follow-up disappears with them.

Every call that needs action becomes a task

HHub reads the call, decides what needs to happen, and creates a personalized task in Task Management. Not "follow up" — actual detail: "Call Sarah M. about picking up retainer at Jersey City office · by Friday."
03

Doctors have zero visibility into patient sentiment

Doctors don't listen to front desk calls. Office managers barely have time to spot-check. So when a patient churns, nobody knows if it was a clinical issue, a billing issue, a customer service issue, or a bad phone experience.

See what your patients are actually feeling

The Patient Interactions dashboard shows how many calls came in, how many were resolved, and how many patients were flagged at-risk — trending over time. Doctors finally get the visibility office managers have had all along.

The At-Risk Feature

The patients you can't afford to lose quietly.

Most churn happens without a fight. A patient calls, expresses frustration, the front desk fumbles it, the patient hangs up — and never books again. You don’t find out until the aging report tells you they’re gone.

HHub catches those calls in real time. When a patient explicitly voices a complaint or intent to leave, HHub flags the interaction red and pushes it to the top of the queue with an AI-generated briefing — so whoever calls them back isn’t walking in blind.

The briefing tells your team what was said, what the patient’s core issue is, and specific talking points to lead with. It’s the difference between a save and a lost patient.

How It Works

Four capabilities. Honestly described.

  • Auto Call Routing
  • At-Risk Detection
  • Auto Task Creation
  • Patient Identification

Every call sorted the moment it ends.

The AI reads every existing-patient call transcript, understands what happened, and routes it into the right bucket. Not sentiment analysis, not vague tagging — structured classification into buckets your front desk actually uses.
  • Every call auto-tagged: At Risk / Reschedule / Callbacks / Resolved / Needs Review
  • Plain-English summary of why the patient called
  • Outcome logged automatically (Resolved · Logged, etc.)
  • Filter and search across all interactions
  • Every classification includes AI confidence — uncertain calls go to "Needs Review"
  • Full call transcription retained for every interaction

Flag the calls where a patient is about to leave.

HHub doesn't guess at sentiment or run vague "mood detection." It listens for explicit language — complaints, expressed frustration, statements of intent to cancel or switch practices. When those appear, the call goes red immediately.
  • Triggered by explicit complaints, not tone guessing
  • Real-time flag — appears the moment the call ends
  • Pushed to the top of the queue, not buried in a report
  • AI-generated call briefing so callback isn't cold
  • Talking points suggest how to lead the recovery call
  • Optional escalation route — flag for a manager or doctor

When a call needs action, HHub writes the task.

Every call that needs follow-up automatically becomes a task in Task Management — with the patient's name, the specific action needed, and enough context that whoever picks it up doesn't need to listen to the call. Not "follow up." Actual detail.
  • AI decides which calls need action, which are resolved
  • Task text is personalized to the specific call, not templated
  • Includes patient name, action, context, and deadline
  • Delivered directly into your Task Management module
  • Linked back to the original call transcript for context
  • Assigned by role — front desk, treatment coordinator, or doctor

Existing patient or new lead? HHub knows the difference.

To route existing-patient calls into this workflow, HHub has to identify who's calling. Best experience is when we're connected to your PMS — we match caller ID against patient records instantly. When PMS integration isn't available, HHub falls back to intelligent phone-only identification.
  • PMS integration: instant caller ID match against patient records
  • Phone-only fallback: uses call history + AI conversation understanding
  • Uncertain calls get flagged for front desk verification
  • Same auto-routing works either way — just with different accuracy
  • Ortho2 Edge and Cloud 9 Ortho supported for full accuracy today
  • Additional PMS integrations on the roadmap
Auto Call Routing

Every call sorted the moment it ends.

The AI reads every existing-patient call transcript, understands what happened, and routes it into the right bucket. Not sentiment analysis, not vague tagging — structured classification into buckets your front desk actually uses.
  • Every call auto-tagged: At Risk / Reschedule / Callbacks / Resolved / Needs Review
  • Plain-English summary of why the patient called
  • Outcome logged automatically (Resolved · Logged, etc.)
  • Filter and search across all interactions
  • Every classification includes AI confidence — uncertain calls go to "Needs Review"
  • Full call transcription retained for every interaction
At-Risk Detection

Flag the calls where a patient is about to leave.

HHub doesn't guess at sentiment or run vague "mood detection." It listens for explicit language — complaints, expressed frustration, statements of intent to cancel or switch practices. When those appear, the call goes red immediately.
  • Triggered by explicit complaints, not tone guessing
  • Real-time flag — appears the moment the call ends
  • Pushed to the top of the queue, not buried in a report
  • AI-generated call briefing so callback isn't cold
  • Talking points suggest how to lead the recovery call
  • Optional escalation route — flag for a manager or doctor
Auto Task Creation

When a call needs action, HHub writes the task.

Every call that needs follow-up automatically becomes a task in Task Management — with the patient's name, the specific action needed, and enough context that whoever picks it up doesn't need to listen to the call. Not "follow up." Actual detail.
  • AI decides which calls need action, which are resolved
  • Task text is personalized to the specific call, not templated
  • Includes patient name, action, context, and deadline
  • Delivered directly into your Task Management module
  • Linked back to the original call transcript for context
  • Assigned by role — front desk, treatment coordinator, or doctor
Patient Identification

Existing patient or new lead? HHub knows the difference.

To route existing-patient calls into this workflow, HHub has to identify who's calling. Best experience is when we're connected to your PMS — we match caller ID against patient records instantly. When PMS integration isn't available, HHub falls back to intelligent phone-only identification.
  • PMS integration: instant caller ID match against patient records
  • Phone-only fallback: uses call history + AI conversation understanding
  • Uncertain calls get flagged for front desk verification
  • Same auto-routing works either way — just with different accuracy
  • Ortho2 Edge and Cloud 9 Ortho supported for full accuracy today
  • Additional PMS integrations on the roadmap

A note on your PMS

Best experience with Ortho2 and Cloud 9. Works without them too.

Practices on Ortho2 Edge or Cloud 9 Ortho get instant patient identification via caller ID match — every existing-patient call is recognized on the first ring. Practices on other PMSs still get the full Patient Interactions workflow, just with phone-only identification (call history + AI conversation understanding) as the primary method. If you’re on a different system, ask us on a demo call — we’ll tell you honestly what today’s experience looks like.

Better Together

Existing patients are one half. Here's how it connects.

Task Management

Auto-created tasks flow into your team's queue

Every task Patient Interactions generates — from reschedule follow-ups to at-risk callbacks — lands directly in your Task Management module, assigned by role with the right priority.

Explore Task Management

Lead Management

New leads live in Lead Management

Patient Interactions handles existing patients. Lead Management handles new leads. Together they cover the full patient lifecycle — from first inquiry to lifelong patient.

Explore Lead Management

AI Agent

The AI voice agent that answers the call

When existing patients call after hours, the AI Voice Agent picks up. What it captures gets fed into Patient Interactions for classification, task creation, and at-risk detection.

Explore AI Agent

Dr. Nanna Ariaban

Polkadot Dental · Houmanity client since 2019

"Since day one, patients were able to find us on Google. To this day we're getting a 20:1 ROI from our website and branding."

20x

Increased our Business